workforce management
April 5, 2017
Platform
- AWS Direct Connect support
Collaborate
- Voicemail access directly from email notifications
- Out of Office status date range
Communicate
- Edge and Media Tier release notes
Contact center
- Intraday monitoring view
Integrations
- Email interactions support for PureCloud for Salesforce
- Email interactions support for PureCloud for Zendesk
- Email interactions support for PureCloud for Chrome
February 15, 2017
Communicate
- Automated management of phone firmware
Contact center
- Visual work plans
December 14, 2016
Platform
- Removal of credit card numbers from chat interactions
Communicate
- PureCloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
October 5, 2016
Platform
- Developer Forum
- Developer Center code samples and tutorials for API calls
- SDKs for JavaScript, Python, Ruby, and C#
Communicate
- Bulk import for phone configurations
Contact center
- Permissions for Dashboard, Queues, and Agents views
- Support for HTML formatting in responses and ACD emails
- Secure pause button
- Dutch and European Spanish language support in Architect
- Third-party call list cleansing service
- No-answer timeout campaign setting
- Real-time schedule adherence
- Maximum number of agents per management unit
August 10, 2016
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- PureCloud for CIC
- Custom actions for web services data dip connector
June 15, 2016
Contact center
- Time off requests
Integrations
- Microsoft Dynamics CRM data dip connector
March 30, 2016
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- PureCloud for Salesforce enhancements
- PureCloud for Zendesk enhancements